AssurantReviews 

I have phone insurance through my bank,
After my phone was ran over and looked beyond repaire I got untouch,

The process was easy staff very helpful,

I thought my phone was beyond repaire but less than a week after sending it it's back as good as new,
Would definitely recommend

Do NOT Trust Vodafone / Assurant Insurance

I strongly do not recommend Vodafone or Assurant insurance. My phone was stolen, I followed all proper procedures—including locking my car with the key fob—and was honest about the situation, yet my claim was denied.
It seems their policies are designed so that the only way to get a replacement device is to lie or be dishonest. They call it a “policy,” but in reality, they don’t want to help honest customers.
The whole process was stressful, especially while caring for my elderly mother, who has Alzheimer’s and is blind. Vodafone and Assurant need to change their approach—this is not fair or reasonable treatment for honest customers.
Be careful and think twice before trusting this insurance.

UPDATE REPLY TO ASSURANT:
Thank you for your reply. However, this public response is not consistent with what I was told directly by your complaints team.
On 13 February 2026, Katrina emailed me confirming that speaking to you “would not have changed” the outcome and that you would maintain the claim decline, stating the decision was “fully reviewed” and that the call had been listened to.
In that same email, Katrina claimed the decline was based on the assumption that:
the van’s key fob “does not always work”,
I was aware it “requires multiple clicks to lock properly”, and
that because I had a previous break-in claim, you determined “reasonable care was not taken”.
I replied clearly that if Assurant continues to maintain the decline without providing clear evidence and a fair application of the policy terms, I will escalate the complaint through the next steps stated in the Final Response Letter.
So when Vodafone/Assurant now replies here saying “please respond so we can review the claim and see what we can do to help”, it feels misleading because I have already disputed the decision in writing and I was explicitly told the decline would be maintained.
I stand by my review. I will only update it if my case is genuinely reopened and reassessed fairly, based on evidence rather than assumptions.
Taking assumptions without talking to a customer is the least poor service I have ever seen, I have been paying an insurance for years for zero support, ridiculous how poor average people is treated these days for a silly phone replacement.

Dreadful experience. Months of back and fore, hours on the phone and driving around to fix their errors.

A cracked phone screen in November repaired but returned with a "not an apple part" warning, faceid and apple pay not working.

Sent back to Assurant who did nothing and sent it back saying it was fine, it wasn't.

Phoned again had was advised to go to an apple store for diagnostic which cost me £25, was well out of my way - additional expense, time and effort.

Finally got Assurant to give me a new phone this week. Entire process took nearly 3 months. Have asked my bank to refund my platinum fees and stop working with cowboys.

If I could give zero stars I would!!!

These clowns have sent me a poor condition refurbished phone. I would gladly accept a refurbished phone in good condition. They insist on asking if you’re special needs at the start of every call. They fail to reply emails and fail to return complaint calls as promised.

I was advised my complaint re the poor condition replacement had been closed in their favour, despite them sending me an SMS stating my replacement was being sourced.

The deadlock letter I requested to take the matter to the financial ombudsman was riddled with errors and factual inaccuracies. “Apricate” instead of “appreciate” did make me chuckle. In this letter they advise it’s perfectly acceptable to send a cosmetically damaged phone so long as it actually functions. Absolute cowboys!

A mere £25 offered by way of compensation.

Insurance is supposed to be put you in the same position you were in prior to your loss. My phone was in good condition, and I now have to suffer a phone that has clearly not been well looked after.

They claim “we carry out a comprehensive checking process to make sure they are in working order” but their agent on the phone claimed the phones come direct from a third party. So someone is telling porkie pies!

That being said, the replacement they provided me last year was in perfect, like new, condition. I can’t fault them there.

Given the chance, I would never use their services again. Unfortunately this insurance comes as part of a package with my bank.

UPON PURCHASING AN ELECTRIC CAR FROM CARBAS, I WAS UPSOLD AN 'RAC PLATINUM WARRANTY' FOUR YEAR POLICY £1500. I TRIED TO MAKE ONE CLAIM IN THE SECOND YEAR - THE DIAGNOSTICS TO IDENTIFY A CABLE HAD FAILED IN THIS ELECTRIC VEHICLE AND SUBSEQUENT REPAIR - THIS WAS REFUSED. THEN WHEN I SOLD THE CAR TWO MONTHS SHY OF TWO YEARS, THEY REFUSED TO GIVE ME A REFUND FOR THE TWO COMPLETE YEARS THAT REMAINED. THAT IS, DESPITE CARBASE ASSURING ME THAT I COULD. I WOULD NEED TO HAVE DIED OR BECOME DISABLED OR THE CAR HAD BEEN WRITTEN OFF!!! LIARS AND CHEATS, THE LOT OF THEM. NO WONDER THE DEALERSHIP I AM BUYING MY NEXT CAR FROM REFUSE TO WORK WITH THEM!!!

UPDATE.... ASSURANT IS THE UNDERWRITING COMPANY. THEY HAVE CONTACTED ME TO SAY THEIR TERMS AND CONDITIONS DON'T COVER WIRING (IN AN ELECTRIC CAR!) AND SO THEREFORE, AS IT'S NOT A SUCCESSFUL CLAIM, THEY WON'T EVEN PAY THE DIAGNOSTICS.

THEY HAVE KICKED THE CAN DOWN THE ROAD AND BACK TO CARBASE BASED ON THE ISSUE OF THE PLATINUM POLICY BEING MIS SOLD!

UNBELIEVABLE. NO SCRUPLES AND NO BUSINESS SENSE! TIME TO CALL WATCHDOG!

I'm not one to normally leave a review, however I've seen there's quite a lot of negative reviews which of course are valid but I've had only a positive experience these past few days. Raised a claim via the website on Saturday and replacement phone delivered by lunch on Monday! Stressful time with my phone breaking down but the policy really helped me out so can only applaud it and the people I spoke to the odd time I rang. Additionally, super helpful the contact centre's are open 7 days a week!

AVOID THIS COMPANY! I had to claim for 2 phones, my partners and my phone. My phone went in first, I noted on the delivery paper work it had an old address that was several years out of date, so corrected the address and added a note saying to only return to the corrected address. My phone went away and came back. Actually nice and quick. Sadly after less than a week my phone began to malfunction with a problem that it had never had before. This is unacceptable and will be claimed for on the warranty.

My partners phone was sent in with the same corrected address and note on the paperwork highlighting the correct return address. This time they sent it to the old, out of date address that was several years out of date and is a complete mystery to me why they even have that address!! Of course DPD just keeps saying we missed you when we tried to deliver, it was only when there was a picture taken by DPD that we could see it was our old house form several years ago! So my repaired phone broke down in less than 7 days and they sent the second repair phone to an old and out of address that I had corrected and highlighted on the paperwork! An absolute disaster of a company! Complete time wasters!

3/2/2026 approx 1530
So I called Assurant yesterday 2/2/2026 and got a very helpful person called Reece who immediately confirmed the issue and took immediate steps , whilst I was on the phone, to correct the situation. He assured me that my phone was back in the warehouse and would be shipped to the correct address today. So I took time of work to be available for the delivery window. The delivery window came and went with no delivery. Upon checking with DPD they had for the third time attempted delivery at the incorrect address. More of my time wasted.

So, I called Assurant again 3/2/2026 , faught my way through the diabolical automated phone system to speak to some called David who was flippant, spoke to quickly and was highly dismissive. A complete contrast to Reece who was engaged, very helpful with a nice clear speaking voice.

David was dismissive and was behaving like this was no big deal, completely unsympathetic to the stress and inconvenience being caused, advising that when the DPD driver returns today the phone should be shipped to the correct address. It appears that David took no further action to ensure this and was behaving as though I had just missed a bus...not that my phone was off in the wilds with DPD continually attempting delivery to the wrong address! I recommend that Assurant listens to that call and explains to David what customer service is. Not a single apology from david at any point.

Reece can give lessons on customer service. Sympathetic, empathic and apologetic. A complaint had already been raised that I almost closed thanks to Recce's excellent customer service. I will now not close the complaint until I receive my phone fully in working order and am compensated for the appalling journey I have had! This Policy is via Lloyds and I will be additionally sharing my experience with Lloyds.

After all of this stress and incompetence I want compensation for the time I have wasted and the stress caused. How hard can it be to return my phone to the correct address?

February 7th 2026

So a week after I initially called this joke of a company and was promised I would get my phone back in a 24 hrs I still do not have my phone. But they did still attempt to deliver it to the wrong address several more times despite me correcting their error with the correct address 3 times. I raised a complaint and it took them 4 days to even acknowledge the complaint with no further progress. When all of this is dne I will be sharing my experience with Lloyds. This is the most horrific example of abject incompetence and discourtesy I have ever experienced in the UK

Requested additional details have been provided as requested by Assurant.

So now it's the 6th March

The SAGA continues, so they took my phone in, repaired it and within a month it bricks, with all my data still on the phone, I complain, they take it back, keep it for a week without saying anything and now are trying to replace my Flagship Phone with a mid range phone in breach of contract! I can't wait to tell Lloyds and my lawyer about this!

Just awful in every way. I put in a claim for lost phone over 2 weeks ago and these guys just prolonging the whole process. They don’t care that people are left without their phones. I have provided requested documents on 3 occasions now and they keep coming back to me with different reasons not to accept them. Also, they take ages in replying back to your messages. I’m not sure why Banks are using this company. JUST HORRIBLE.

If I could give 0 stars I would. This ‘company’ is an embarrassment. How they are still going is beyond me. How the ceo is not looking at these reviews and thinking we need to change the way we run the business is beyond me. From start to (well I can’t say finish as it’s been over 5 weeks and we are still no closer to the end) I can honestly say without hesitation this is the worst service I have ever received. I will be writing a strongly worded email to the bank who uses this shambles of a ‘business’ as a selling point to flex members. It honestly shocks me that a ‘business’ like this is allowed to operate. I use the words allowed to operate lightly as it would appear no one is capable to offer any updates any kind of next steps. Nothing. Please avoid this ‘company’ like the plague. Please note these shambles will attempt to apologise on here however they do absolutely nothing about your complaint/feedback. AWFUL

I lost my phone on the 14 January next day i’ve done the claim , all seems to be very smooth but became the worst nightmare, I was contacted after 6 days on 20 of January by a women and i keep told her my phone was activated but not with an icloud account as i didn’t have time to create one also with a sim card that wasn’t activated , keep telling them this they ask for a proof of icloud put in lost mode , how ? Also send them the proof of ownership and everything they ask including the travel tickets , been told that i will receive an answer in 3 working days , after 4 working days i decided to call them again , the guy over the phone was saying it’s taking 1-5 working days but guess what no answer given , i did provide with evidence you guys asked what else you want ? It’s been almost two weeks since incident happened , i didn’t have an late payment never , you guys should do the same with your customers not avoid them , also if i don’t get an answer by this weeks i’m going to court and report you for lie your customer , one says 1-5 working days , another one 3 working days on email the same 3 working days who should i believe?

My phone has been lost for two weeks now, and the experience with customer service has been extremely disappointing. I was repeatedly asked to submit the same documents, even after I had already provided them. When I contacted customer support by phone, the representatives did not listen carefully and kept insisting that my documents were incorrect, stating they were scanned PDFs. I followed their instructions exactly, took photos of the documents, and submitted them again as requested. Despite this, I have received no response or resolution.

The process is taking an unreasonably long time, and at this point, I am unsure whether my claim will even be approved. The lack of communication and prolonged delays make this a very frustrating experience.

Based on this experience, I would strongly advise avoiding this company due to poor communication and lack of effective customer support.

I had a fantastic experience with Assurance and my policy is through Virgin Money. On the evening of 8th January my wife’s handbag was stolen containing a Mac and iPhone. They processed the claim within 11 days and delivered the phone to our home. They emailed asking for ownership and my partner’s proof of residence at the same address. I’ll now send my proof of accessories as requested. We were incredibly pleased with the service and they handled the claim exceptionally quickly during this stressful time. Thank you very much.

Keep asking those document which some customer do not have . Claim make hard and do not want to give cclaim to there customer .My phone was lost on 13th January and I submitted my claim on the same day . I immediately provided document requested, clearly proving ownership . on the 19-01-2026 a full week later, I received a call asking for even more documents and was told once again to wait another 1-5 working days. Every response I receive is nothing but automated copy and paste messages repeating the same meaningless timeframe. This is not just frustrating, it’s disrespectful. A mobile phone is essential to daily life, and this company shows zero urgency or care. A straightforward theft claim should take days, not weeks. Instead, this insurer seems to rely on stalling and constant delays to wear customers down. It genuinely feels like this company’s business model is to delay claims for as long as possible, hoping customers will give up. There is no transparency, no accountability, and no real customer service. If you are thinking of taking out insurance with this company, don’t. The moment you actually need them, you will be ignored, passed around, and fed automated excuses. This is by far the worst insurance experience I have ever had. Avoid at all costs.

Based on the reviews, I am not surprised. A company who will happily take your money but do nothing in return. Shocker...

This company has been dishonest, have 'lost' call recordings with crucial evidence and speak to you like you don't have a brain.

TL;DR: Failed to honour a vehicle claim in its entirety leading to further vehicle damage as a result. Made a complaint to address this issue and seek reimbursement which was refused base. Conveniently this 'missing' call had all the crucial information which would put them at fault / in the wrong.

They also automatically decline claims then miraculously approve them if you call them. Again, bad form and a sign of a company who do not value their customers.

Find a better provider as Assurant are made up of dishonest, disappointing and rude staff.

I have a policy through Halifax and my wife's phone was stolen. The thieves used the phone to use apple pay on Halifax card. Having provided all of this information, they have still not dealt with the claim and they are dragging their feet. My wife is still without a phone and their a total lack of understanding on their part.

Timeline: 27 Dec – 19 Jan.

I’m on a Nationwide FlexPlus mobile phone insurance policy administered by Assurant / Lifestyle Services Group.

I paid my excess.

I provided clear photos of the damage.

The phone is a brand-new iPhone 17.

Assurant are insisting on a repair-first process, but they’ve also confirmed in writing they cannot confirm the specifications of parts used for repairs.

That’s unacceptable on an iPhone 17. A non-genuine screen risks:

loss/degradation of key display features (True Tone / ProMotion / Always-On behaviour)

undermining the “like-for-like” standard you expect from an insurance repair

invalidating Apple extended warranty coverage for future issues (because the phone has been opened and fitted with third-party parts)

I asked for a replacement (or cash settlement) because the parts directly impact the phone’s core spec and future warranty. I was told replacement is only considered after they attempt a repair, while simultaneously refusing to confirm what they’ll fit.

Now there’s radio silence. Nationwide have also refused to intervene and keep pointing me back to Assurant.

This is not how an insurance claim should be handled. I want this resolved properly: a like-for-like replacement (or settlement), or a repair that uses genuine parts and is confirmed in writing as “equivalent specification”.

Awful service all around, AVOID

My phone was stolen on 5th January and I submitted my claim on 6th January. I immediately provided every document requested, clearly proving ownership and usage. Yesterday, a full week later, I received a call asking for even more documents and was told once again to wait another 1-5 working days. Every response I receive is nothing but automated copy and paste messages repeating the same meaningless timeframe. This is not just frustrating, it’s disrespectful. A mobile phone is essential to daily life, and this company shows zero urgency or care. A straightforward theft claim should take days, not weeks. Instead, this insurer seems to rely on stalling and constant delays to wear customers down. It genuinely feels like this company’s business model is to delay claims for as long as possible, hoping customers will give up. There is no transparency, no accountability, and no real customer service. If you are thinking of taking out insurance with this company, don’t. The moment you actually need them, you will be ignored, passed around, and fed automated excuses. This is by far the worst insurance experience I have ever had. Avoid at all costs.

These guys are a big scam and waste of time

Assurance advises the below. Be aware of the similar parts, as they are nowhere near original specification, and your photo quality will be drastically altered and phone worth much less due to the error messages which stay due to cheap components.

"Repairs may be made using readily available parts, or we may provide refurbished products
which may contain parts, which are of SIMILAR or equivalent specification, and which may include
unbranded parts"

I've waited 10 days for my claim to be processed and still haven't received anything. I have done my part by providing documentation and to honest wasting my time